What's the opportunity?

The Research, Analytics & Data Science (RAD) team at Intercom uses data and insights to drive evidence-based decision-making. We're a team of data scientists and product researchers who use data - both big and small - to unlock actionable insights about our customers, our products and our business. We generate insights that build customer empathy, drive product strategy and shape products that deliver real value to our customers.

We're now seeing strong demand for data scientists who can apply their expertise directly with our most strategic customers. As a Forward Deployed Data Scientist, you'll embed with customers to build Enterprise-grade Fin deployments. You'll play a pivotal role in transforming how our most strategic customers scale customer support - working closely with them and our go-to-market teams to design, build, and implement data-driven solutions that unlock measurable impact. You'll also feed insights from these frontline deployments back into Intercom's product and strategy - helping shape the future of AI customer service.

This is a high-ownership role for someone who thrives in ambiguous environments, is energized by solving complex, real-world problems with data, and is motivated by seeing their work translate into both customer impact and product evolution.
What will I be doing?

• Drive the adoption of Fin by helping customers automate and scale their support operations.
• Embed with strategic customers to understand their support workflows, data, and business challenges - to identify and implement opportunities where AI can deliver measurable impact.
• Steer customers toward best practices in measurement and AI adoption to realize the full value of Fin.
• Partner closely with Sales, Success, and Product to deliver seamless customer experiences and successful deployments, and to create feedback loops that shape product development.
• Use AI to prototype, test, and scale data-driven solutions, building tools that make us faster and more effective in driving Fin adoption and customer impact.

What skills do I need?

• Proven ability to apply data science in real-world business contexts to drive measurable outcomes.
• Strong collaboration mindset; skilled at working across Sales, Success, Product, and Engineering.
• High adaptability and ownership: able to shift between deep technical analysis and high-level strategic framing.
• Excellent communication skills, both technical and non-technical.
• Rapid prototyping with systems thinking: you know when a customer needs a fast, bespoke answer, and when to build something others will keep using.
• Excellent SQL and production-aware Python, you write code other people can run, not just code that runs once and are experienced applying analytical and statistical methods to real business problems.
• Experience with AI/ML evaluation, LLM-driven applications, or conversational AI.
• Willing to travel and work on-site with customers to build deep relationships and uncover insights firsthand.

Bonus skills and attributes

• Experience in technical consulting, customer-facing analytics, or SaaS product data science.
• Experience reframing the problem, not just solving it, you've spotted when the question you were handed wasn't the right one, and changed what got worked on.
• Experience applying AI to scale the data science workflow.

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $206,600- $229,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.